GLORY

Field Engineer

• Ensure overall customer satisfaction
• Diagnose system problems and make repairs
• Keep customer apprised of progress during maintenance or a down system situation
• Complete machine installations, Engineering Change Notices that affect system upgrades, and Hardware /Software upgrades that may require technical assistance
• Any other job responsibilities as assigned within scope of position. The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified
• Adhere to safety guidelines and policies, complete required Environmental Health & Safety training, timely reporting of any job site accidents (for an injury or property damage)

Field Service Technician

• Directly manage all aspects of customer service and care with our clients
• Independently troubleshoot and repair a variety of high-speed cash-handling equipment
• Track and manage parts/tools
• Stay abreast of changes in technical and functional elements of GLORY equipment

Sales Engineer

• Provide pre-sales expertise in selecting standard solutions or documenting deviations from standard solutions for customers. Select release software version for solution, create configuration database and publish to department responsible for creating install instructions, create customer-facing SOP documentation, create internal documentation necessary to describe the solution (how it is configured, how it will be used and customer’s ROI goals), and create any other documentation necessary for the Product Operations, Customer Experience Management, Product Management, and Marketing team’s request
• Conduct information gathering activities to understand and document customer’s processes, procedures, cash levels, operational goals, operational metrics, ROI goals and ROI metrics
• Create pre- and post- implementation customer business impact overviews and executive summaries including capturing all information required by the DecisionLink application to produce the standard ROI presentation. Present, with Sales, the standard ROI presentation to the customer and enter all assumptions changes requested by customer into DecisionLink. Re-present the resulting revised ROI presentation and receive written sign-off from the customer on the ROI metrics and gals to be obtained (required for POCs)
• Conduct customer best practices and optimization consulting. Document the before and after states, benefits/savings and actions to implement. Create SOW and submit to VP of Product & Marketing for review, approval and pricing. Partner with Sales to obtain signature on the SOW and present documentation and implementation plan to customer
• Work with customer project management teams to set expectations, coordinate timelines, and manage any proof of value projects for large scale rollouts to minimize sales cycles for optimum customer impact
• Provide regular feedback to internal groups for product enhancement and marketing
• Hand-off and knowledge transfer all pre-sales learnings and documentation to Customer Experience Management team; ensue they have everything they need to support Proof-of-Concept customers
• Provide SME knowledge in Train-the-Trainer sessions to ensure 3rd party trainers are prepared to effectively and thoroughly train customers’ end users to proficiently use and expeditiously adopt solutions
• Work with Product Management to make product enhancement recommendations for specific customers and for overall product enhancement. Document all defects and enhancement requests in the system of record dictated by the relevant Product Manager
• Conduct Solution Center Tours with customers to support sales where necessary.
• Support internal teams and internal functions (installation coordinators, trainers, etc.) to ensure flawless customer execution
• Understand retail market cash management practices and customer’s cash management practices to make recommendations
• Have a thorough understanding of product, process, and customers to identify potential downfalls and flag to team to work toward a solution
• Work with internal teams to secure or create necessary documentation needed for customer process with a Glory solution. Hand-off all documentation to Customer Experience Management team after solution selection and SOP have been approved by customer and prior to POC start date being established
• Achieve revenue quota targets for professional services projects

GLORY

Field Service Technician

Field Service Technician

Sales Engineer - Retail

Field Service Technician – 2nd Shift